Services Mgmt Specialist Staff
Herndon, VA

Job Description

Service Manager

The Service Manager (SM) is a designated advocate within Juniper for post-sale account support coordination. The SM works closely with the customer and multiple organizations within Juniper to ensure effective implementation of Juniper Customer Support. The SM is closely involved in critical customer issues and works closely with other Juniper organizations on prioritizing and managing customer escalations. The SM leads regularly scheduled conference calls to discuss the status of all current open cases and updates on customer network plans. Additionally, quarterly meetings may be scheduled to review overall performance and progress. The SM has a solid technical understanding of how Juniper products are utilized by the customer, and uses this to effectively communicate with the customer and drive issues within Juniper.

Job Requirements

* Position is based out of Herndon VA.
* TS-SCI CI/Poly Clearance required.
* 7-10 years of experience in supporting large, complex, IP-based Service Provider networks.
* Solid technical understanding of the following areas: OSPF, BGP, MPLS, Multicast, QoS, SONET, DOCSIS and network management.
* Must have a passion for the Internet and the new emerging technologies related to it. (Experience in the Web Services and Cloud Providers a plus)
* Must be proficient with Microsoft Office, and have strong data analysis and presentation skills.
* Must have strong communication, interpersonal, and leadership skills, and have demonstrated a history of high-level achievement in cross-functional organizations.
* Past experience with Executive level communication/presentation.
* Must be able to adjust communication according to audience.
* Travel may be required, must hold a valid passport.
* Onsite customer visits as required.

Specific Job functions:

* Monitor, manage and audit case progress
* Prepare and deliver weekly/bi-weekly case reviews to provide current case and RMA status
* Conduct Periodic Operations Reviews in conjunction with the account team to review Juniper product and support performance
* Prepare and deliver Postmortem/Root Cause Analysis on both technical and process issues
* Perform trend analysis on both customer raised and internally identified issues, drive other organizations to develop a problem resolution
* Provide high level software upgrade guidance by providing SW field experience and release schedule
* Manage non-technical escalations
* Conduct Juniper Customer Support process training/review sessions
* Document and maintain customer information and educate other Juniper internal resources on the supported customer(s)
* Manage Install Base Inventory and Entitlements
* Coordinating support efforts among multiple organizations